Customer Retention and Loyalty Manager

1 week ago

Markham, Ontario, Canada LearnFormula Full time $50,000 - $70,000 per year

At LearnFormula, we're passionate about helping professionals continue their education and grow their careers. As a subscription-based platform for accredited online learning, customer trust and satisfaction are key to our success. We're seeking a thoughtful, empathetic, and data-minded Customer Retention Specialist to focus on helping customers who request refunds or cancellations — turning potentially lost users into loyal, long-term learners.

Key Responsibilities

  • Handle refund and cancellation requests with empathy and professionalism, aiming to preserve customer relationships whenever possible.
  • Identify retention opportunities through personalized outreach, special offers, or by helping customers discover the right course or learning path for their goals.
  • Build loyalty by promoting the value of LearnFormula's continuing education platform, including upcoming course releases, certification benefits, and exclusive member perks.
  • Resolve billing, access, or product issues promptly while maintaining a strong focus on customer satisfaction.
  • Collaborate with Customer Support, Marketing, and Product teams to identify common refund triggers and implement strategies to reduce churn.
  • Track key retention metrics such as refund-to-retention rates, churn trends, and NPS feedback to guide improvements.
  • Contribute to the development of scripts, templates, and workflows that align with LearnFormula's tone — supportive, professional, and education-focused.

Skills & Qualifications

  • 2+ years of experience in customer success, support, or retention — ideally within an online learning, SaaS, or subscription-based environment.
  • Strong written and verbal communication skills with a proven ability to de-escalate challenging customer interactions.
  • Empathy-driven, patient, and confident in balancing customer satisfaction with business objectives.
  • Familiarity with CRM or ticketing tools (Zendesk, HubSpot, Intercom, or similar).
  • Ability to interpret customer data and use insights to inform retention strategies.
  • Bonus: Experience in loyalty or engagement campaigns, subscription recovery, or continuing education support.

Success Metrics

  • Refund-to-Retention Conversion Rate
  • Churn Reduction Percentage
  • Customer Satisfaction (CSAT / NPS)
  • Average Resolution Time for Refund Requests
  • Retained Revenue and Upsell Opportunities

Who You Are

You're empathetic, proactive, and customer-obsessed. You understand that sometimes, a great conversation can make the difference between a refund and renewed trust. You thrive in an environment where communication, patience, and purpose intersect — helping customers see the long-term value in learning with LearnFormula.

Salary:

From $50,000 to $70,000 per year depending on the experience.

Benefits:

  • Company events
  • Dental care
  • Extended health care
  • On-site gym
  • On-site parking
  • Paid time off
  • Vision care

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